When it comes to retail, customer experience isn’t just part of the job—it’s the whole game. But let’s be honest: managing it all can feel like a constant juggling act between ticket resolutions, asset tracking, and anticipating customer needs. With AI-powered ITSM in Jira Service Management, retailers can now tackle these daily tasks without constantly scrambling. Atlassian Intelligence brings a fresh approach, easing the workload on the support team and creating a smoother shopping experience for customers, whether online or in-store.

How AI-Powered ITSM Changes the Retail Game

In retail, every touchpoint matters. Customers expect quick, helpful responses to any issues they encounter, and that’s where AI in ITSM can make a real impact. Jira Service Management’s AI features are designed to anticipate, handle, and streamline a lot of these interactions—keeping the focus on serving the customer without bogging down support teams with repetitive or time-consuming work.

Here’s how AI in ITSM, particularly Atlassian’s intelligent tools, changes things for the better in retail:

1. Automated Ticket Routing: Less Waiting, Faster Solutions

Retail customers rarely appreciate being passed from one agent to another. AI-powered ITSM helps prevent that by automating ticket routing based on the nature of the query. If a customer reaches out about an online checkout issue, it goes directly to the team with expertise in e-commerce rather than to the in-store support team. The result? Shorter response times, quicker resolutions, and less frustration for everyone.

2. Real-Time Answers to Repetitive Questions

Who hasn’t received the same “Is it in stock?” or “What’s the return policy?” questions multiple times in a day? With Atlassian Intelligence, retailers can rely on AI to handle these repetitive queries, using data from a linked knowledge base to provide answers on the spot. The customer gets immediate help, and the support team can focus on unique or complex issues. This approach also keeps resources available for other tasks, like dealing with more in-depth customer issues or managing backend processes.

3. Tracking Assets and Inventory in Real-Time

For retail, inventory tracking is critical—not only to ensure shelves stay stocked but also to manage returns, exchanges, and back-orders seamlessly. Atlassian Intelligence helps track and manage inventory data with precision. Whether it’s updating product availability or monitoring stock across multiple locations, the AI tools simplify what can otherwise be a time-consuming process.

4. Knowledge at Your Fingertips: AI-Powered Definitions and Explanations

Retail employees often encounter product jargon, SKU variations, and store-specific protocols that aren’t always intuitive. Atlassian Intelligence can assist by instantly providing definitions, explanations, or detailed information from an internal knowledge base. This quick access reduces the need for employees to chase down information, allowing them to serve customers more confidently and accurately.

AI-Powered Proactive Support: Staying a Step Ahead

AI in ITSM isn’t just about reacting to customer needs; it also empowers retail teams to anticipate and address potential issues before they become problems. Atlassian Intelligence uses data insights to predict trends and flag potential issues—whether it’s increased demand for certain products or a pattern in ticket types that could indicate a recurring technical issue. With these insights, retail teams can take action proactively, helping prevent disruptions that could impact the customer experience.

5. Virtual Agents: Instant Help, Anytime

Atlassian’s virtual agents are available around the clock, ready to assist customers even when support teams are off the clock. Virtual agents answer common queries and guide customers through troubleshooting steps, enabling 24/7 support that keeps customers satisfied and helps resolve issues outside of business hours. Whether a customer needs help with a shipping question at midnight or has a query about product compatibility, the virtual agent is there to help without the wait.

6. Natural Language Queries: Query Like a Human

With natural language processing, Atlassian Intelligence enables support teams to type queries in simple, everyday language instead of code or structured searches. This feature translates human language into searchable parameters within Jira, making it easy for employees to get the information they need without the technical hassle. Now, even team members who aren’t tech experts can find data quickly, adding efficiency to both customer interactions and internal tasks.

7. Concise Issue Summaries: Getting Up to Speed Quickly

Retail teams are busy—sometimes they need to switch from one ticket to another rapidly. Atlassian Intelligence helps with concise issue summaries that pull key details from conversations, so team members can quickly review the status and context of an issue without scrolling through long threads. This way, each team member stays informed, even across shifts, without missing a beat.

The Atlassian Approach to AI in Retail: Trust, Transparency, and Security

Retailers handle a significant amount of sensitive customer information, so security is a top concern. Atlassian’s AI tools are built with trust and transparency as priorities, ensuring that customer data remains private and protected. Atlassian Intelligence processes each request securely, without sharing data across customers or using it to train models for other clients. With AI-powered ITSM, retailers can trust that their data is safe, allowing them to provide efficient, helpful service without risking customer privacy.

Virtual Agent Configurations: Meeting Retail’s Unique Needs

Retailers can configure virtual agents in Jira Service Management based on their specific needs. Atlassian offers flexible options:

• AI Answers: This configuration uses generative AI to search the knowledge base for quick answers. Perfect for common retail inquiries like return policies or store hours.
• Intent Flows: Customizable conversation progressions help guide customers through more complex inquiries, like setting up a product return or troubleshooting a payment issue. Intent flows offer a personalized touch without needing direct human intervention.

Why AI-Powered ITSM Is a Win for Retail Teams

Retail businesses thrive on efficiency and consistency. AI in ITSM brings these qualities to customer support, helping retail teams cut through the noise and focus on what matters—delivering a seamless customer experience. With Jira Service Management’s AI features, support teams no longer need to spend their days fielding basic questions or sifting through dense issue threads. Instead, they can provide faster, more accurate service that keeps customers happy and operations smooth.

Ready to see how AI-powered ITSM can work for your retail business? Atlassian Intelligence in Jira Service Management helps reduce the workload on your team while elevating customer satisfaction. Experience the difference intelligent support can make in your retail operations—empowering your teams to focus on what they do best.

To explore Atlassian’s intelligent ITSM solutions for your retail needs, reach out to us as Clovity is proud to be an Atlassian Gold Solution Partner. Contact us at 📧 sales@clovity.com or visit 🌐 atlassian.clovity.com. Let’s enhance the shopping experience together—AI-powered and customer-focused!